Glendale Community College
Desktop/Portable Computer Support Policy & Service Level Agreement
Between Employees and Information & Technology Services

Approved by CCCC, 6/19/02
Approved by Campus Executive, 8/20/02

This is the support policy and agreement between Glendale Community College (GCC) employees and the Information & Technology Services (ITS) regarding the services and support that will be provided by ITS to user’s desktop/portable computers and related technology. Violations of this agreement will result in actions stated in Using Information Technology Resources at Glendale Community College. The purpose of this agreement is to clearly define the services that ITS will be capable of supplying given current resources. GCC provides computers to faculty and staff as a tool to help them do their work. It is the mission of ITS to maintain these computers, thus assisting faculty and staff in performing their jobs.

Desktop Computer Configuration
Personally Owned Computers, Software, and Ancillary Equipment on Campus
Help Desk / Level I Technical Support
Backup & Recovery
Dial-Up Internet Access
E-Mail
Passwords
Hacking
Virus Protection
Supported Software
3rd Party Vendors
Privately Owned Computing Resources
Copyrights
Commercial Use
Computer Disposal
Equipment Cascading
Training
Ergonomics
Moves, Adds, and Changes
Running Applications Over the Network
Peer-to-Peer (P2P) Networking
Peer-to-Peer (P2P) Software
The Goal of Anything – Anywhere
Video and Audio Streaming
Internet Protocol (IP) Address Assignment
Host and Domain Names
Network Acceptable Use
Newsgroups
Chat
Network Configurations and Protocols
Laptop Support
Laptop Computer Check-outs
Personal Digital Assistants (PDA’s)
Americans with Disabilities Act (ADA) Compliance
Computer Disk Imaging
Glossary

Desktop Computer Configuration

  • The college will provide users with at least a computer, monitor, a keyboard, and a pointing device (usually a mouse or a trackball), as described in Appendix A.
  • When needed, access to a printer (either network or local) will be provided.
  • ITS will set up equipment in a manner to reduce the amount of dust that enters the device. Users should never move equipment themselves and should call ITS to arrange help with any location transfers.

Personally Owned Computers, Software, and Ancillary Equipment on Campus

  • Glendale Community College cannot be responsible for the personal property of employees. If users choose to bring their own equipment and/or software, the college can not support it and can not be responsible for it.

Help Desk / Level I Technical Support

  • Users who have technical problems should call or E-Mail the Help Desk.
  • The phone extension is H-E-L-P (4357) and the E-Mail address is helpdesk@glendale.edu
  • The Help Desk will be staffed during normal operating hours (8AM – 7PM M-F, 8AM – 2PM Saturday). However, there are times when calls cannot be answered and will be automatically transferred to voice mail. Users who leave voice mail during normal operating hours will have their calls returned within one hour.
  • Calls placed to the Help Desk will be assigned to the next available technician. Classroom emergencies take precedence. Each technician supports 300+ computers, and often more depending on who is on duty. The goal of the Help Desk is to respond onsite within 24 hours.

Backup & Recovery

  • Users are responsible for the backup of data files that they create and store on the computer.
  • ITS staff are prohibited from touching or manipulating user’s data.
  • ITS will make a best effort to help users recover lost data, but is not responsible for data lost due to equipment failure, user error, viruses, or other cause.
  • Users are always responsible for backing up their own data. Users who need assistance with data backup should call the Help Desk.
  • Computers that are deemed mission critical by a department supervisor must be properly equipped for backup.
  • See Appendix B for a list of possible backup strategies.

Dial-Up Internet Access

  • The college provides free Internet access for employees and retirees through a dial-up (modem) connection.
  • To receive dialup access, users must be an employee or retiree of the college, read, understand and sign Using Information Technology Resources at Glendale Community College, and have an email account issued by the college.
  • Dial-up instructions are provided on the GCC web page at http://www.glendale.edu/ns/dial-up.html . Printed instructions can be obtained at the Help Desk.
  • The dial-up name and password are the same as the E-Mail name and password issued by ITS. Changes made to either the dial-up or E-Mail password are immediately reflected in the other.
  • Users are limited to one dial-up session at a time.
  • Users may be online for up to 4 hours at a time. At the end of the 4-hour period users will be disconnected.
  • During a dial-up session, if a user’s computer is idle for 30 minutes, the connection will be terminated.

E-Mail

  • Glendale College E-Mail addresses are available to all employees and qualifying retirees, and they may apply at the Help Desk for an E-Mail user ID and password.
  • E-Mail inboxes are limited in size. Warnings will be issued if this limit is exceeded. The system will not deliver new incoming mail to inboxes that exceed the size limit. Instead, the mail will be rejected and returned to the sender.
  • Contact the Help Desk to make special forwarding or E-Mail handling requests.
  • If an E-Mail account is not used for six months, the account shall be suspended. The user must call the Help Desk to restore the account.

Passwords

  • Users should choose passwords that can be remembered without the need to write them down, but not easily guessed.
  • Users should change their passwords periodically.
  • Users whose computer has a BIOS password should record it with their supervisor. Failure to do so requires the user to be present during service, in order for the technician to have access to the computer.
  • With the exception of a BIOS password, users should never share passwords with anyone.
  • Users who forget their password to a campus-wide application (such as E-Mail and Reflections) should request a new password by calling the Help Desk.
  • Users who forget their password to an application not provided or administered by ITS (e.g. a web-based E-Mail account) cannot be helped by ITS.

Hacking

  • Hacking will not be tolerated.
  • Refer to Using Information Technology Resources at Glendale Community College.

Virus Protection

  • ITS will install antivirus software on all college computers.
  • ITS will train users in the proper use of such software upon request, including keeping the virus protection up-to-date.
  • It is the user’s responsibility to keep the antivirus program enabled and not to turn it off. If disabled, ITS can not guarantee the security of the computer.
  • Users who encounter a virus should call the Help Desk immediately upon discovery.
  • Since most viruses use email attachments to propagate, ITS cautions users against opening any attachment that they did not specifically request or is from an unexpected source. Users are advised to scan attachments for viruses before opening them.

Supported Software

  • The categories for software are: supported, unsupported, and unacceptable. They are listed in Appendix C.
  • Supported software includes programs that are necessary for users to perform their job duties, or needed for security functions (e.g. antivirus software).
  • Unsupported software includes any software that is licensed by the individual user but not owned or licensed by the college.
  • Unacceptable software includes unlicensed (pirated) software, since it places the college at risk for litigation. Downloaded screen savers (e.g. Webshots and Afterdark) are also unacceptable.
  • If a technician finds and verifies that unacceptable software is being used on a college computer, the technician will notify the ITS supervisor and the user’s supervisor, and may be deployed to remove the software from the computer.
  • Sometimes a software update might require a corresponding hardware upgrade (increased memory, storage, or CPU speed) that may not be possible. Users should check with the Help Desk before purchasing software to make sure.

3rd Party Vendors

  • GCC is subject to all contractual obligations enforced by vendors for all hardware and software purchased, licensed, or leased.
  • When considering hardware or software purchases from 3rd party vendors, terms and conditions shall be reviewed and approved by ITS administrative staff. Failure to obtain approval prior to purchase will result in loss of support from ITS.
  • In order to be supported by ITS, installations of 3rd party software must be done by ITS, the vendor, or a hired contractor.
  • When 3rd party vendor support is needed, users must contact the vendor to facilitate fast and reliable service.
  • Departments that choose to have service contracts with 3rd party vendors shall be responsible for maintaining those contracts. Failure to do so may result in termination of service and ultimately loss of data.
  • Service Level Agreements will be developed between the department and ITS for all 3rd party software support.
  • In emergencies, ITS will make a best effort to support 3rd party software, but may not be able to save data or make the application work.
  • If training of ITS staff is required to support 3rd party software, the department requesting support shall supply funding for the training.
  • Any computer on which the operation of 3rd party software adversely affects either the user’s computer or the campus network will be disconnected from the network.

Privately Owned Computing Resources

  • ITS will NOT provide support for any personal computing resources, even if such resources were purchased through the college’s purchase programs. Technicians are prohibited from working on privately owned computers, even if these computers are being used for college business.
  • ITS recommends that the purchaser review the vendor support policy and warranties that are provided by a commercial vendor BEFORE making a purchase.

Copyrights

  • Accepted copyright standards will be adhered to at all times.
  • Users are specifically cautioned not to copy drawings, photos, or text from any other web site for use on the college web site.
  • Users requesting specific software installations must provide proof of proper software licensing to the Director of IT Operations.

Commercial Use

  • Neither the network nor computers are to be used for private commercial use.
  • Refer to the policy for Using Information Technology Resources at Glendale Community College.

Computer Disposal

  • A user who has a technical equipment item that is deemed surplus will need to contact the Director of ITS Operations.
  • Depending upon the status of the equipment, either ITS or facilities will pick it up. The owner will be notified prior to pickup.
  • If the item is inventoried, it is the responsibility of the TOPS manager to provide proper notification of its transfer. Forms for transfer are available from the Controller’s office.

Equipment Cascading

  • The college has a policy of replacing desktop computers every 4 years.
  • Exceptions to this policy can be requested via a form available from the Director of IT Operations. Requests will be evaluated and approved by the appropriate Vice President.
  • Cascaded computers must be returned to ITS. This includes any computers, printers, or technical equipment which has been replaced.

Training

  • Staff Development provides user training.
  • ITS encourages users to attend training seminars.

Ergonomics

  • Ergonomics is concerned with such factors as the physical design and placement of the keyboard, screens, desks, and chairs, and the manner in which users interact with these hardware devices.
  • Ergonomics is extremely important to reduce the risk of Repetitive Stress Injury (RSI).
  • All ergonomics issues are referred to and handled by the Associate Dean of Health Services.

Moves, Adds, and Changes

  • Users should contact the Help Desk to arrange for the installation, relocation, or reconfiguration of GCC owned computers, printers, and other peripherals.
  • The cost of adding electrical and/or network connections should be considered when making relocation decisions, and will be paid for by the department requesting the change.

Running Applications Over the Network

  • It is not recommended to run programs on another computer over the network, with the exception of the Citrix Applications Server.
  • Running programs over the network consumes limited bandwidth every time the program is run.
  • Programs run more reliably when installed and run locally. For example, if the connection to the other computer is lost, users may not be able to save their data properly.

Peer-to-Peer (P2P) Networking

  • Peer-to-Peer networking, such as Microsoft Networking or Apple Share Networking, is a way to share files and folders with other users on the campus network. Some file sharing can only be done within a LAN and not across campus.
  • Contact the Help Desk for assistance in setting up Peer-to-Peer networking.

Peer-to-Peer (P2P) Software

  • P2P software is NOT to be installed on college computers, except with expressed written permission (when needed to perform job duties). When allowed, this software will not be supported.
  • If a technician discovers any unauthorized P2P software on a college computer during a service call, the technician will notify the ITS supervisor and the user’s supervisor, and may be deployed to remove the software from the computer.
  • If it is determined that a computer running P2P software is causing excessive network traffic, that computer will be disconnected from the network.

The Goal of Anything – Anywhere

  • The college has the goal to achieve Anything – Anywhere, which is the ability to run any program from any computer connected to the network.
  • GCC has a Citrix Applications Server that allows users to run programs from any computer that is connected to the network and has the Citrix client software installed.
  • Users who require access to files or programs at multiple locations throughout the campus should consider using the Citrix Applications Server, when a portable computer is not available.
  • In some cases it may be possible to convert classroom material, such as PowerPoint presentations, into HTML. Once in HTML format, the material may be uploaded to WebCT and then viewed on any computer with an Internet browser.

Video and Audio Streaming

  • Real Audio/Video and Microsoft multimedia streaming is supported on the campus network.
  • Due to limited network bandwidth, only a few simultaneous streams can be sustained.
  • Full-scale net broadcasts are not supported, as they would quickly consume all available network capacity.

Internet Protocol (IP) Address Assignment

  • Network Services assigns and allocates IP addresses to devices attached to the campus network.
  • Users who have IP conflicts or other IP problems should contact the Help Desk.
  • Unauthorized assignment of IP addresses can be extremely disruptive to other users of the network. Stations with IP addresses not assigned by the Network Services office will be removed from the network.

Host and Domain Names

  • Network Services operates the Primary Domain Name Server for the college.
  • All inquiries regarding host names or sub-domains should be directed to the Network Services department.

Network Acceptable Use

  • Users are expected to know, understand, and conform to the guidelines in Using Information Technology Resources at Glendale Community College.
  • The college is obligated to adhere to the Acceptable Use Policies of its Internet providers: JPL and the 4CNet. For example, the network is not to be used for commercial purposes, nor used in the course of illegal activities.
  • The attachment of a device to the network that adversely affects network performance, or disrupts service to other campus users, will be removed from the network until the situation can be remedied.
  • As stated in Using Information Technology Resources at Glendale Community College, inappropriate (non-job related) and/or disruptive use of limited campus bandwidth will result in termination of service.

Newsgroups

  • ITS operates a newsgroup server. A limited number of newsgroups from the Internet are available, as well as a number of GCC specific groups which support our educational mission.
  • Contact the Helpdesk for more information on using or starting a newsgroup.

Chat

  • Chat and Instant Messaging (IM) software, such as IRC (Internet Relay Chat), AOL Instant Messenger, Yahoo Messenger, and MSN Messenger Service are discouraged and not supported.
  • WebCT based chat is permitted and supported.

Network Configurations and Protocols

The college will provide a campus computer network with the following specifications:

  • Computers will have 10/100 network interface cards installed.
  • Within buildings, Category 5 network cable will connect the local network.
  • Fiber optic cable will connect buildings to each other.
  • When available, wireless networking will be provided.
  • The network will support protocols TCP/IP, AppleTalk, and IPX/SPX.
  • IP addresses will be assigned to computers to facilitate Internet connectivity.
  • Only IP and IPX protocols will be routed through internal campus routers.

Laptop Support

  • Laptop computers will be serviced only to the extent of their original setup, and will be sent out for repair when broken. Users should be aware that when this happens, they could experience significant downtime.
  • Backup strategies for laptops are contained in Appendix B. Backups should be performed on laptop computers with the same diligence as desktop computers.

Laptop Computer Check-outs

  • ITS has laptop computers which are available for checkout.
  • Checkouts must be authorized by the Director of IT Operations.
  • A 24-hour advance notification is needed to make sure the laptop is available and has the correct software installed.
  • Returning computers with non-ITS installed software will result in loss of checkout privileges.

Personal Digital Assistants (PDA’s)

  • ITS will purchase and support (with VP/President approval) either Compaq iPAQ or Visor by Handspring.
  • ITS encourages the purchase of extended warranty and services of a third party vendor. When assistance is needed, ITS will make a best attempt to help.

Americans with Disabilities Act (ADA) Compliance

  • The college will obtain hardware and software that is ADA compliant as defined in section 508 of the ADA.
  • ITS will make every effort to accommodate any user who needs specialized software to do their job, when such software is not on the supported software list. The appropriate VP and the Associate Dean of the Center for Students with Disabilities must approve all requests.

Computer Disk Imaging

  • Before a computer is deployed for the first time, the entire contents of its hard drive can be captured into what is called a disk image. The process of re-imaging a computer consists of completely erasing the computer’s hard drive, then restoring it with the contents of the original disk image. Thus, the re-imaging process restores the computer to its original configuration.
  • Under normal circumstances, computers will need to be re-imaged approximately every 3 years. This is a normal artifact of using hardware, operating systems and applications.
  • If a computer system has significant software problems caused by installations of unsupported software, re-imaging may be used to restore the computer to a working state. (This is a very good reason for users to perform regular backups of their data.)
  • If a computer is found to be in violation of the ITS Service Level Agreement (SLA), the resource expenditure required to bring the computer back into compliance will be billed to the department to which the computer belongs.

Glossary

Application Password – This is a username and password combination that is used to get into a particular program or network resource, and is used in programs such as E-Mail and Reflections.

BIOS (CMOS) Password – This is a startup password that must be entered into the computer right after the computer is turned on, before anything can be loaded. Not all computers will have this option; for example, Macintosh computers typically do not have a BIOS password.

Desktop – A computer that is confined to a particular location, usually on top of a desk.

Hacking – the process of gaining access to a computer, data files, or network without authorization.

Level 1 Tech Support – This is the primary function of the Help Desk. If the Help Desk operator is unable to solve the problem, the call will be escalated to Level 2 Tech Support [a field technician will be sent out], and so on.

Level 2 Tech Support – This is the primary function of the field technicians. Level 2 performs services related to the selection, installation and maintenance of all desktop hardware and software. Level 2 support also performs services related to the installation and maintenance of local networks and their connections.

Level 3 Tech Support – This level performs services related to the development of standards, the evaluation of new technologies, and the introduction of new technology to end users. Level 3 support also contributes to overall systems architecture, assists in project activities, focuses on business alignment with technology and assists with problems of high complexity or urgency.

Peer-to-Peer Software – A program that turns the user’s computer into a file server for the purpose of sharing data files over the Internet. Examples include, but are not limited to: Napster, Gnutella, Bearshare, Limewire, Morpheus, Kazaa, Imesh, Soulseek, Aimster, and Wrapster.

Peer-to-Peer networking – This is a type of networking which uses no central server. Instead, each computer station on the network (called a peer) is used to share files to other users. This option is usually OK if the number of users is low and the file size is small, but if they become large the user who is hosting the files may notice poor computer performance.

Portable – A computer that is easily transported from place to place. E.G. a laptop computer.

Windows Login Password – This is a username and password combination that is used to log into the operating system. In the case of Novell clients, this password is also used to log into a Novell server. It is important to note that in Windows 95, 98, and ME [Millennium Edition], these passwords can be bypassed very easily and offer no effective security for access to the computer.

Last updated: 5/25/2010 11:33:49 AM